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Sobre Freshservice
Centro de atención ITSM (administración de servicios de TI, por sus siglas en inglés) online con gestión de incidentes, problemas, cambios, versiones y activos. Cuenta con potentes funciones de ticketing y automatización.
It was easy to get started and allowed us to integrate into out ERP software to allow tickets from it.
I feel bad even complaining about it because it's so simple to use but I feel as if the interface could use an update.
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Great Overall SASS for IT
Herramienta Potente de Ultima Generación, con altos estándares
Puntos a favor:
Su forma tan amigable de personalización de la solución, su seguridad.
Puntos en contra:
Su integración es un poco complicada, combinar tickets se e hizo dificil.
Alternativas consideradas previamente: Jira
Razones para elegir Freshservice: Porque vi que estaba bien valorada en Gartner
Software anterior: Zoho Desk
Razones para cambiar a Freshservice: Por su versatilidad y facil personalización.
Freshservice una de las mejores aplicaciones para la gestión de la mesa de ayuda
Comentarios: En realidad la experiencia en general con Freshservice ha sido muy buena, debido a que constantemente están actualizándose de acuerdo a las normas Itil.
Puntos a favor:
Lo que más me gusta de freshservice es que es una herramienta muy versátil, fácil de usar e intuitiva, además de permitir una correcta visualización de la trazabilidad de los tickets que se gestionan.
Puntos en contra:
Para ser sincero, sigo sin encontrar algo que no me guste de Freshservice, ya que, como indiqué anteriormente, es una herramienta muy fácil de usar e intuitiva. Sin embargo según lo que indica mi coordinador no es muy bueno que con la licencia pro solo se tenga acceso a registrar 100 activos, después de eso hay que pagar por cada activo registrado
Una gran solucion organizativa y de gestion
Comentarios: En general buena experiencia, es un programa que recomendaria, y con un poco de paciencia al.principio puede ser un gran aliado.
Puntos a favor:
Es una herramienta con una capacidad funcional elevadisima y que permite variedad de tareas desde gestion de activos, tickets, y de flujos de trabajo.Nosotros lo usamos.para gestion de inventarios y nos facilita bastante el trabajo lo que permite que el rendimiento general aumente.
Puntos en contra:
Pareciera que la interfaz es intuitiva y sencilla...pero no, al principio es un poco liosa y para gente que no controla mucho le puede resultar un poco tediosa.Tienen tambien version gratuits y demos para probar, pero.son bastante pobres en cuanto a contenido de funciones.
Excelente herramienta
Comentarios: Prestación de servicios del área administrativa, abastecimiento, talento humano y por supuesto el manejo de la mesa de ayuda de tecnología
Puntos a favor:
Facilidad de uso, muy intuitiva, se puede administrar con conocimiento básico de ITIL, todos los módulos son muy fáciles de manejar y el soporte que brindan es muy rápido y atento
Puntos en contra:
Las licencias son muy costosas, sobre todo para usar el modulo de activos
Es excelente para el rastreo de errores y problemas.
Puntos a favor:
me encanta su opcion de notas privadas para poder llevar un control de mis procesos.
Puntos en contra:
es un poco complejo para incorporar a otras herramientas.
Me parecio muy util
Puntos a favor:
Me gusto que las incidencias se mantienen en orden de llegada, es una herramienta muy intuitiva y facil de utilizar, aparte es facil automatizar las areas con esta herramienta.
Puntos en contra:
Su servicio al cliente se vuelve lento cuando se sobrecarga de labores, es algo que se puede mejorar con el tiempo.
La calidad es excelente
Comentarios: Nuestro producto anterior no contaba con un sistema personalizable y no proporcionaba a nuestros empleados una forma de seguir sus tickets una vez creados. También carecía de cualquier tipo de capacidad de elaboración de informes.
Puntos a favor:
Me ha gustado mucho tener Frehservice en nuestra organización. Ha facilitado mucho mi trabajo como gerente, ya que puedo revisar fácilmente el rendimiento del equipo, publicar anuncios para la organización e identificar las tendencias de los problemas o las solicitudes.
Puntos en contra:
Desearía que las capacidades de informe fueran más personalizables. Ha habido algunas situaciones en las que me he puesto en contacto con Frehservice para pedir ayuda sobre los informes que necesitaba, pero me he encontrado con que los informes no eran posibles. El equipo de soporte de freshservice me dijo que mis necesidades de informes se añadirían a la lista de posibles "mejoras futuras".
FreshServices
Comentarios: Excelente gestor de mesa de servicios, lamentablemente pagando una versión intermedia no tiene todas las funcionalidades que si ofrecen otras herramientas por menos costo.
Puntos a favor:
Excelente Interfaz.Facilidad de uso.Facilidad de configuración.
Puntos en contra:
Diferencias significativas en los nombre de los campos según la variante de español que tienes configurado en tu perfil. Personalización de Dashboards solo es posible en la versión más costosa.
Alternativas consideradas previamente: GLPi y Zoho Desk
Razones para cambiar a Freshservice: Por funcionalidades y Costo.
Facilidad en la gestion y en la atencion al cliente.
Comentarios: En general es una muy buena herramienta, pero para una empresa con un flujo de clientes medio, la opcion basica y la garden se queda muy corta.La version basica deberia tener alguna funcion mas.
Puntos a favor:
Es una herramienta muy practica, con posibilidad de gestionar problemas de forma multicanal, ya sea por mail, telefono,chat...Permite la visualizacion de un vistazo a todos los contratos que esten en activo, pudiendo comprobar la fecha de firma y el vencimiento.Te permite tener informes detallados para tener un idea muy visual.Tambien puedes crear flujos de trabajo personalizados para que el acto de la atencion al cliente sea lo mas rapida posible.
Puntos en contra:
Por contra, la version basicaa a pesar de estar sobre los 20 euros al mes, se queda cortisima en cuanto a funciones, como por ejemplo, la obtencion de informes personalizados, la gestion de contratos activos, o los correos ilimitados
Buen programa
Puntos a favor:
Sobre todo la facilidad de uso y lo útil que resulta. Es muy fácil de utilizar
Puntos en contra:
De momento no me ha dado ningún problema. Lo llevo utilizando casi 1 año y funciona bastante bien
Excelente programa
Puntos a favor:
Todo muy buen producto para poder trabajar en el fácil de aprender
Puntos en contra:
Todo bien si al inicio algo difícil pero ya después fácil usarlo y entender
Simple to use and has all the features you actually need.
Comentarios: I really like Fresh Service (and before it, Fresh Desk). I keep trying to find a reason to switch to Zendesk because of the possibilities with their integrations but keep abandoning the trial. I would have to reproduce in Zendesk what I currently have in Freshservice in order to start experimenting with the possibilities. That's where the problems start. All the things I have in Freshservice are add-ons in Zendesk that cost extra and don't work the same way. If you have a fairly small team, we have 4 IT personnel for a 24/7 $400 million dollar company, this is your solution.
Puntos a favor:
Layout is clean and easy to understand. Has fun 'gamify' system which lets my techs compete with with other for prizes with the system keep score. This is available on our subscription level. Also has SLA monitoring for those pesky KPI requirements. Can setup a catalog of services and items for end users to 'order' with a workflow approval process. Can integrate with chat and phone. Great all around alternative to Zendesk. Doesn't nickel and dime you to have basic features.
Puntos en contra:
List of Integration possibilities are pretty small in comparison and hasn't really grown in the several years we have been using it.
Freshservice - Great ITSM tools and keeps on improving.
Comentarios: I really like Freshservice and it keeps being improved. They continually innovate and adding AI that can do ticket translations and summaries is really good for us as an international company. Support has been fantastic also.
Puntos a favor:
The ease of deployment for Freshservice was great. We were quickly up and running and the automation features are really good. They have recently also improved the AI capabilities which is good to see and constantly seem to improve the product.
Puntos en contra:
Reporting can be complicated. We had issues with line managers trying to create their own reports and then questioning the results as the criteria can be complex to understand. They have inbuild basic reports and these are OK
Alternativas consideradas previamente: ServiceNow Customer Service Management y ManageEngine ServiceDesk Plus
Razones para elegir Freshservice: Jira was too complicated and costly compared to the features that you get. Integrations also seemed to cost extra for each integration that you needed. It was not well received by our helpdesk team and they have really loved the change.
Software anterior: JIRA Service Management
Razones para cambiar a Freshservice: ServiceNow was excellent but was too costly once we got quotes for this. ManageEngine was not as good at integrating with the platforms that we used and Freshservice hit the sweet spot between the 2 competing products.
Freshservice makes managing IT tickets a breeze, it's so easy to keep track of everything!
Puntos a favor:
The interface is user-friendly and the automation features save me a lot of time.
Puntos en contra:
I wish the reporting capabilities were more customizable and the mobile app could use some improvements.
Fresh Service review
Comentarios: I have been using it for almost 4 years and felt in love with it from day one because if its great user experience and easy to use features.
Puntos a favor:
Great support team 24/7. Many features that they relevant to an ITSM setup.Always bringing in new features at no extra cost.
Puntos en contra:
At times they quick to bring in half bcked features. But must say they are always quick to correct to fix any bugs which comes with a new feature.
Good value and easy to implement and use
Comentarios: We have been happy with Freshservice and consider it a good value in comparison to some of the other Desks out there that provide similar service. We particular enjoy features like round robin ticket assignment, asset discovery and tracking, and providing a Knowledge Base for both Users (Requesters) and Agents.
Puntos a favor:
We rely on the ticket system primarily to manage steps to resolution and archive past interactions and solutions. FreshService provides this functionality with little back-end effort on our part. Though somewhat limited, we do appreciate the ability to customize our portal.
Puntos en contra:
Adding MSP's can be a confusing process. As it stands, you have to open a trial account then merge it into your main Desk. Last time we did this, FreshService failed to convert the account properly and we ended up being billed for the "trial" account. It took us several weeks to get the billing resolved. I recommend working with a live agent right off the bat to make this happen as smoothly as possible.
Alternativas consideradas previamente: HappyFox Help Desk, ManageEngine ServiceDesk Plus, Spiceworks Cloud Help Desk, Vivantio y Zendesk Suite
Razones para cambiar a Freshservice: Freshservice offered more features for less than comparable services. The Agent and Administrator online interface is also aesthetically appealing and easy to tailor to our needs.
A user-friendly all-in-one solution for the servicedesk
Comentarios:
I am really happy I rolled out FreshService 2 months before Covid-19 forced all to work remote. We were able to support users from home ( IT was at home as well ) without issues.
FreshService contains a Solutions (knowledge-) base, users can request hard- and software like shopping online, very intuitive and user friendly
Puntos a favor:
The ease to set it up : you can do it yourself without technical support. It comes with an app so it works on mobile devices as well, convenient if the laptop stops working.
Puntos en contra:
You cannot change the webportal to your liking unless you have webdesign skills.
Alternativas consideradas previamente: ServiceNow Customer Service Management
Razones para elegir Freshservice: Costs
Software anterior: TOPdesk
Razones para cambiar a Freshservice: Costs (yes, I'm Dutch..) the tool has it all and the ease of working with it.
Freshservice Review
Comentarios: I've really enjoyed having Frehservice in our organization. It has made my job as a manager much easier in that I can easily review team performance, post announcements for the organization, and identify trends in issues or requests.
Puntos a favor:
Freshservice has been a game-changer for our organization. The service catalog and user-friendly interface has allowed our employees to improve their productivity over the past 2+ years we have had the system implemented. The customizable forms and workflow has allowed our IT department to streamline processes and improve efficiency.
Puntos en contra:
I wish the reporting capabilities were more customizable. There have been a few situations where I reached out to Frehservice for support on reports I needed but found the reports were not possible. The freshservice support team told me my reporting needs would be added to the list of potential "future enhancements'.
Alternativas consideradas previamente: ServiceNow Customer Service Management, ManageEngine ServiceDesk Plus y Zendesk Suite
Razones para elegir Freshservice: Our previous product did not have a customizable system and did not provide our employees with a way to track their tickets once created. It also lacked any type of reporting capabilities.
Razones para cambiar a Freshservice: Cost and ease of customization
An excellent customer service tool, Freshservice
Comentarios: We primarily use this system as our IT support ticketing system. The process of getting set up was manageable, and their customer service has been fantastic. Even though we'd like to see more individualization in the HR/IT onboarding requests we've developed, we've already done a lot of the groundwork. We had previously invested in Asset Management but have now abandoned it. You get out of the knowledge base what you put into it in terms of content updates and documentation.
Puntos a favor:
Super simple for both IT managers and regular employees to learn and utilize. According on your membership plan, you have access to a wide variety of optional add-ons for your control panel. Extremely flexible, albeit occasionally annoying limitations surface.
Puntos en contra:
In comparison to the things it provides, Freshservice's price tag is a touch steep, and the company's support team has occasionally experienced technical difficulties that have slowed its response times.
Freshservice is a top-notch help desk solution
Comentarios: I use Freshservice to stay on top of my workload and respond quickly to any incidents that arise, most of which are related to technology at the company where I work.
Puntos a favor:
The best thing about Freshservice is how simple and straightforward it is to use, both for end users and for the system administrator. Even first-time users will have no trouble grasping and implementing workflows because to the intuitive nature of the UI.
Puntos en contra:
Since I use Freshservice on a daily basis for both my job and my company, and since it is so intuitive and simple to operate, I really can't think of anything bad to say about it.
Freshservice - Fresh thinking, fresh system.
Comentarios: The interaction with the account team and the ease of migration to the full-blown service was seamless. A really impressive offering, that does what you expect and more.
Puntos a favor:
Its simplicity to deploy and customise to your needs is a real bonus for Freshservice, when compared with other offerings in the market.
Puntos en contra:
We have no real misgivings on Freshservice.
Freshservice Review
Comentarios: We've been using Freshservice since 2020. It is our primary IT helpdesk ticketing system. Setup was fairly painless, and their support team has been great. We have developed HR/IT onboarding requests, though we'd like to see some more customization there. Asset Management was originally purchased, but we have since dropped it completely. The knowledge base will only be as good as you make it through content updates and documentation efforts.
Puntos a favor:
Very easy to use and manage for IT admins, and very easy for staff to pick up and use. Lots of additional modules you can add into your console depending on the level of subscription. Highly customizable, though some frustrating restrictions show up from time to time. Support is pretty solid and quick to respond. Lots of free and paid add ons for quality of life improvements available. Active Directory integration works well, as does leveraging our SSO/MFA via Azure.
Puntos en contra:
Some of the modules are pretty half-baked. On paper they look awesome, but in real world use, they are frustrating or unusable (Asset Management was a module that we dropped after a year and moved to a different platform)
Alternativas consideradas previamente: Jira y Zendesk Suite
Razones para cambiar a Freshservice: At the time, it came down to look and feel of the platform, as well as some of the additional modules for the cost. Zendesk vs Freshservice was basically a coinflip as we were new to both platforms.
A review about fresh service
Comentarios: A solid product with excellent qualities that can help transform how teams work
Puntos a favor:
Good tool for team collaboration. It is possible to configure workflows for each of them, projects, queues, etc. It is possible to greatly customize the fields and apply them to workflows, meeting specific needs.
Puntos en contra:
Graphing is a bit confusing, and you need to buy higher planes to use the best tools.
Alternativas consideradas previamente: Zendesk Suite
Razones para elegir Freshservice: Several limitations on the platform that did not allow workflows to be created as desired.
Software anterior: Jira
Razones para cambiar a Freshservice: We were very interested in other tools that perfectly met our need, however, its high cost made us choose Fresh.
Happy with Freshservice
Comentarios: Overall I won't be able to do with all. Everything that is necessary to deliver our services on IT is ran by Freshservcie.
Puntos a favor:
I like the fact it is simple in use and that I can offer my clients a solutions/helpdesk functionaliteit for manuals. As well manage my ITIL processes and asssest from 1 solution.
Puntos en contra:
I am missing some helpdesk features I had before with Freshdesk. I think I had to 'give' in some of those nice features with the solutions, where you could index a page and make templates.
Alternativas consideradas previamente: TOPdesk
Razones para elegir Freshservice: I needed an all in solutions with assest management, change and problem management
Software anterior: Freshdesk
Razones para cambiar a Freshservice: Price
I like the Produkt
Puntos a favor:
It is easy to use and i like the workflow automator
Puntos en contra:
Only indian support not able to understand them good
Alternativas consideradas previamente: JIRA Service Management
Razones para elegir Freshservice: Because Track It do not support multible E-Mail accounts and no html mails
Software anterior: Track-It!